Leave Request - Not Appearing in UWL

Hi,
I am facing a problem with the leave request not showing up in the manager's uwl. Under ess user, I am able to submit the leave request and it has a status of 'sent' in RPTARQDBVIEW. The workflow status shows as 'started'. When I select the work item and check the workflow log, under the 'view:workflow agents' tab it shows 'work item reserved' for the mss_user. I'm not sure if this correct. Does anyone know why it would show 'work item reserved'? In the workflow, it stops just before the 'Process Request' step.
I verified that all tasks are set as general tasks.
Does anyone have any suggestions as to what else to check? Please help.
Regards,
Brian

Hi:
We transported our ESS/MSS changes from the DEV client to STG client. I have verifiied the follwoing settings in STG:
1) SWU3 - all connections are green.
2) Workflow template and tasks - all are assigned as general task with agents assigned
3) Configuration in SAP contains the correct WF template for leave processing
4) UWL has been regenerated
I am able to submit a leave request under ESS user. I check workflow and it shows leave has been submitted and waiting for Manager to approve step.
However, under MSS user the leave request is not showing up in the UWL. All configuration on backend and the items noted above have been verified.
Is there configuration or a connection on the portal side that I need to check? Or anywhere else? Any input would be greatly appreciated.
Regards,
Brian

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For the manager not seeing the leave in their UWL, I have confirmed the following:
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We transported our ESS/MSS changes from the DEV client to STG client. I have verifiied the follwoing settings in STG:
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